JP2015186195A - server, dissatisfaction collection system, and dissatisfaction collection program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a server for a peripheral apparatus for automatically collecting a dissatisfied state of a user.SOLUTION: An image formation system X comprises: an image formation apparatus 1 that is a peripheral apparatus; and a server 3. The server 3 comprises: a dissatisfaction content reception unit 300 for receiving content information 400 transmitted from a dissatisfaction content transmission unit 100 of the image formation apparatus 1; a dissatisfaction solving information search unit 310 for searching for dissatisfaction solving information 431 corresponding to the content information 400 received by the dissatisfaction content reception unit 300; a dissatisfaction solving information transmission unit 320 for transmitting dissatisfaction solving information 431 searched for by the dissatisfaction solving information search unit 310 to the image formation apparatus 1 or a terminal 2 of a user; and an answer information reception unit 330 for receiving answer information 441 transmitted from an answer information acquisition transmission unit 130 of the image formation apparatus 1.

Description

  The present invention relates to a server, a dissatisfaction collection system, and a dissatisfaction collection program, and more particularly to a server, a dissatisfaction collection system, and a dissatisfaction collection program that collect a user's dissatisfaction state.

  Conventionally, there are peripheral devices including an image forming apparatus such as a multifunction peripheral (MFP) capable of printing a document or an image or a single function printer.

On the other hand, referring to Patent Document 1, it is an emotion detection method for detecting the emotion of a subject, in which a voice signal is input, and each of the tempo and voice representing the voice intensity, voice appearance speed from the input voice signal. Detecting inflections representing intensity change patterns in the word, respectively, and determining the amount of change for each of the detected speech intensity, speech tempo, and speech inflection, and based on the obtained change amount, at least anger, sadness and joy Describes an emotion detection method for generating a signal representing each emotional state.
With the technique of Patent Document 1, it is possible to accurately detect the emotion of the subject.

JP 2002-91482 A

  However, the technique of Patent Document 1 cannot detect the user's dissatisfaction state even if the user's dissatisfaction state or the like can be detected when there is some problem with the peripheral device, for example. .

  The present invention has been made in view of such a situation, and an object thereof is to provide an image forming apparatus that solves the above-described problems.

The server of the present invention includes a dissatisfaction content receiving means for receiving content information of a user's dissatisfaction detected in a peripheral device, and a dissatisfaction for retrieving dissatisfaction resolution information corresponding to the content information received by the dissatisfaction content receiving means. And a dissatisfied solution information transmitting unit configured to transmit the dissatisfied solution information retrieved by the dissatisfied solution information retrieving unit to the peripheral device or a user terminal.
In the server of the present invention, the content information includes user information of a user of the peripheral device, device state information indicating a device state, device specific information unique to the device, and / or a sensor that detects ambient sound or vibration. Including the sensor information, the dissatisfied solution information searching means searches for dissatisfied solution information corresponding to the user information, device state information, device specific information, and / or sensor information.
The dissatisfaction collection system of the present invention includes a server and its peripheral devices, and the peripheral device detects dissatisfaction state of the user from the surrounding environment, and when the dissatisfaction state is detected by the dissatisfaction detection unit, Dissatisfaction content transmitting means for transmitting dissatisfied content information to the server, and dissatisfied resolution information reception for receiving dissatisfaction resolution information transmitted from the server corresponding to the content information transmitted by the dissatisfied content transmitting means And the server includes a dissatisfaction content receiving means for receiving the content information transmitted by the dissatisfied content transmitting means of the peripheral device, and a dissatisfaction resolution corresponding to the content information received by the dissatisfied content receiving means. Dissatisfaction resolution information search means for searching for information, and dissatisfaction resolution information searched by the dissatisfaction resolution information search means. Characterized in that it comprises a dissatisfaction solution information transmission means for transmitting to.
The dissatisfaction collection program of the present invention is a dissatisfaction collection program for collecting dissatisfaction of peripheral devices, which is executed by a server, and causes the server to receive content information of a user dissatisfaction state detected in the peripheral device. In addition, dissatisfaction resolution information corresponding to the content information is searched, and the searched dissatisfaction resolution information is transmitted to the peripheral device or the user terminal.

  According to the present invention, the content information of the dissatisfied state of the user automatically detected in the peripheral device is received, and the dissatisfaction resolution information corresponding to this is retrieved and transmitted to the peripheral device, so that the problem can be quickly transmitted to the user. It is possible to provide a server that can solve the problem and resolve the dissatisfied state.

1 is a block diagram illustrating an overall configuration of an image forming system according to an embodiment of the present invention. FIG. 2 is a block diagram illustrating control of the image forming system illustrated in FIG. 1. It is a flowchart of the dissatisfaction collection process which concerns on embodiment of this invention. It is a conceptual diagram of the dissatisfaction resolution information reception process shown in FIG. FIG. 4 is a conceptual diagram of an answer handling process shown in FIG. 3.

<Embodiment>
[Overall Configuration of Image Forming System X]
With reference to FIG. 1, the overall configuration of an image forming system X according to an embodiment of the present invention will be described. The image forming system X includes, for example, an image forming apparatus 1, a terminal 2, and a server 3.
The image forming apparatus 1 is an MFP or the like that prints a document, and functions as a peripheral device for the terminal 2 and the server 3. The image forming apparatus 1 detects a dissatisfied state of a user in the vicinity and transmits it to the server 3.
The terminal 2 is a PC (Personal Computer), a smartphone, a mobile phone, a PDA (Personal Digital Assistant), or the like of a user who has shown dissatisfaction with the image forming apparatus 1. The terminal 2 can receive e-mail, messenger, SNS and the like (hereinafter referred to as “mail”) from the server 3 and can browse information stored in the server 3 by a web browser or the like.
The server 3 is a PC server such as a PC / AT compatible machine, an ARM (registered trademark) server, or the like. Further, the server 3 searches for a solution method of the dissatisfaction state, surveys (surveys), and user support based on the information on the dissatisfaction state of the user acquired from the image forming apparatus 1. The server 3 provides dissatisfaction support information to the user by sending an e-mail or a web server.
The image forming apparatus 1, the terminal 2, and the server 3 are connected to a network 5 that is a local area network (LAN), a wireless LAN, a wide area network (WAN), a mobile phone network, or the like.

(Entire configuration of the image forming apparatus 1)
The image forming apparatus 1 includes an image processing unit 11, a document reading unit 12, a document feeding unit 13, a transport unit 14, a network transmission / reception unit 15, an operation panel unit 16, an image forming unit 17 (image forming unit), and a dissatisfaction detection unit 18. (Dissatisfaction detection means), a storage unit 19, a storage medium connection unit 20 (storage medium connection unit), and the like are connected to the control unit 10. The operation of each unit is controlled by the control unit 10.

The control unit 10 includes a general purpose processor (GPP), a central processing unit (CPU), a micro processing unit (MPU), a digital signal processor (DSP), a graphics processing unit (GPU), an application specific processor (ASIC). An information processing unit such as a processor for a specific application).
The control unit 10 reads a control program stored in a ROM (Read Only Memory) or an HDD (Hard Disk Drive) in the storage unit 19 and develops and executes the control program in a RAM (Random Access Memory). Thus, it is operated as each means of a functional block described later. The control unit 10 controls the entire apparatus according to instruction information input from an external terminal (not shown) or the operation panel unit 16.

The image processing unit 11 is control arithmetic means such as a DSP (Digital Signal Processor) or a GPU (Graphics Processing Unit). The image processing unit 11 performs various kinds of image processing such as enlargement / reduction, density adjustment, gradation adjustment, and image improvement as image processing on the image data.
The image processing unit 11 stores the image read by the document reading unit 12 in the storage unit 19 as print data. At this time, the image processing unit 11 can also convert the print data into a file unit in a format such as PDF or TIFF.

The document reading unit 12 reads a set document (scanning).
The document feeding unit 13 conveys a document read by the document reading unit 12.
The image forming unit 17 causes an image to be formed on recording paper from data stored in the storage unit 19 and read by the document reading unit 12 or acquired from an external terminal according to a user output instruction. For example, the image forming unit 17 may perform image formation of an electro-dry photographic system in which an electrostatic latent image of toner is created by a laser or the like and fixed on a recording sheet.
The transport unit 14 transports the recording paper, causes the image forming unit 17 to form an image, and discharges the paper.

The network transmission / reception unit 15 is a network connection unit including a LAN board, a wireless transceiver, and the like for connecting to an external network such as a LAN, a wireless LAN, a WAN, and a mobile phone network.
The network transmission / reception unit 15 transmits / receives data on a data communication line and transmits / receives voice signals on a voice telephone line.

The operation panel unit 16 acquires an instruction for various jobs of the image forming apparatus 1 by the user, information on an investigation to be described later, and the like. Further, the operation panel unit 16 includes an input unit 61 and a display unit 62.
Further, it is possible to input or change information of each user in accordance with user instructions acquired from the operation panel unit 16.

The input unit 61 is provided with buttons for touching ten keys, start, cancel, copy, fax transmission, scanner, and other job instructions and operation modes, buttons for inputting response information 441 (FIG. 2), a touch panel, and the like. ing.
The display unit 62 is a display unit such as an LCD (Liquid Crystal Display) or an organic EL (Organic Electro Luminescence) display panel. The display unit 62 displays various job instructions, device states, and the like. Further, the document data of the dissatisfaction resolution information 431 (FIG. 2) and the like are drawn and displayed on the display unit 62. The display unit 62 may display preview images of various jobs. Further, the display unit 62 may be configured to include only an LED (Light Emitting Diode) or the like that cannot display a character graphic.

The dissatisfaction detection unit 18 is an emotion analysis engine that estimates various feelings felt by the user with respect to the image forming apparatus 1 from the surrounding environment of the image forming apparatus 1 and in particular detects a dissatisfied state. In particular, the dissatisfaction detection unit 18 acquires information such as external and internal sounds and vibrations as information on the environment around the image forming apparatus 1 and detects a dissatisfaction state.
Specifically, the dissatisfaction detection unit 18 includes, for example, a sound vibration sensor 81, an A / D converter that performs analog / digital conversion of a signal from the sound vibration sensor 81, and a control calculation unit such as a DSP or a CPU. It may be a configuration. The sound vibration sensor 81 may be a microphone that is a sensor that detects sound, or a piezoelectric element that is a sensor that detects vibration. More specifically, the dissatisfaction detection unit 18 is, for example, voice data such as conversations of users around the image forming apparatus 1 acquired by the sound vibration sensor 81, or an impact or impact of taking out a recording paper cassette or the like. From the vibration data, etc., a dissatisfied state such as a strong anger of the user is detected. For this reason, the dissatisfaction detection unit 18 may include a dedicated control calculation unit that performs emotion voice recognition processing.

The storage unit 19 is a storage unit that uses a semiconductor memory such as a ROM or a RAM, or a storage medium such as an HDD.
Even if the RAM of the storage unit 19 is in a power saving state, the stored contents are held by a function such as self-refresh.
A control program for controlling the operation of the image forming apparatus 1 is stored in the ROM and HDD of the storage unit 19. The storage unit 19 may include a storage folder area such as a document box for each user.

The storage medium connection unit 20 is a reader or writer connected to the storage medium 4. The storage medium connection unit 20 may be connected to the storage medium 4 or various devices wirelessly or optically, or may be connected in a wired manner with a terminal in direct contact. The storage medium connection unit 20, when connected wirelessly, includes a transmission / reception unit including an antenna and a demodulator such as RF (Radio Frequency), NFC (Near Field Communication), Bluetooth (registered trademark), etc., and IrDA (Infrared Data Association). ) Infrared transmission / reception unit. The storage medium connection unit 20 includes a terminal, a connector, and the like corresponding to reading and writing of the storage medium 4 when connected by wire.
Furthermore, the storage medium connection unit 20 includes a USB host unit that controls access to the storage medium 4, a communication interface unit that controls communication with other terminals, a USB interface unit, and the like.
Similar to the storage unit 19, the storage medium 4 connected to the storage medium connection unit 20 functions as a storage unit.

The storage medium 4 is an authentication storage medium such as an IC card, an RFID (Radio Frequency IDentification) card, a smartphone, a tablet, or a PDA (Personal Digital Assistants). In addition, the storage medium 4 may be various devices including a flash memory such as a USB memory, an SD card / xD / memory stick, a USB-connected HDD, a digital camera, a video camera, or the like.
The storage medium 4 stores user authentication user ID and specific authentication information such as a password. The password of the authentication information may be information for identification such as signature authentication or biometric authentication. Further, the content information 400 (FIG. 2) of the dissatisfaction situation may be stored in the storage medium 4 itself.

In the image forming apparatus 1, the control unit 10 and the image processing unit 11 may be integrally formed, such as a CPU with a built-in GPU or a chip-on-module package.
The control unit 10 and the image processing unit 11 may include a RAM, a ROM, a flash memory, and the like.
Further, the image forming apparatus 1 may include a FAX transmission / reception unit that performs facsimile transmission / reception.

(Overall configuration of server 3)
The server 3 includes a control unit 30, a network transmission / reception unit 35, and a storage unit 39. The operation of each unit is controlled by the control unit 30.

  The control unit 30 is an information processing unit having calculation / control capabilities such as GPP, CPU, MPU, DSP, GPU (Graphics Processing Unit), ASIC, and the like. The control unit 30 executes each program stored in the storage unit 39 using hardware resources.

The network transmission / reception unit 35 is a standard LAN interface such as 1000BASE-T / 100BASE-TX, a wireless LAN interface, a portable radio wave transmission / reception device, or the like for connecting to the network 5. The server 3 can transmit and receive various data via the network transmission / reception unit 35.
The network transmission / reception unit 35 may be connected to an external hub, router, or the like and connected to the network 5.

  The storage unit 39 is a storage unit including a RAM, a flash memory disk such as an SSD (Solid State Drive), an HDD (Hard Disk Drive), a magnetic tape device, an optical disk device, and the like. The storage unit 39 stores an OS (Operating System) for causing the server 3 to function and various programs and data of the server. Details of these programs and data will be described later.

[Control Configuration of Image Forming System X]
With reference to FIG. 2, a control configuration of an image forming system X (a dissatisfaction collection system) including the image forming apparatus 1 and the server 3 will be described.
The control unit 10 of the image forming apparatus 1 includes a dissatisfied content transmitting unit 100 (dissatisfied content transmitting unit), a dissatisfied solution information receiving unit 120 (dissatisfied solution information receiving unit), and an answer information transmitting unit 130 (answer information transmitting unit). ing.
The storage unit 19 of the image forming apparatus 1 stores content information 400, account settings 410, device settings 420, dissatisfaction resolution information 431, and answer information 441.
The control unit 30 of the server 3 includes a dissatisfied content receiving unit 300 (dissatisfied content receiving unit), a dissatisfied solution information searching unit 310 (dissatisfied solution information searching unit), a dissatisfied solution information transmitting unit 320 (dissatisfied solution information transmitting unit), and an answer. An information receiving unit 330 (answer information receiving means) is provided.
The storage unit 39 of the server 3 stores content information 400, a complaint resolution information DB 430, and a support DB 440.

  The dissatisfied content transmitting unit 100 of the image forming apparatus 1 creates and transmits dissatisfied content information 400 to the server 3 when the dissatisfied detecting unit 18 detects a user's dissatisfied state. Specifically, the dissatisfaction content transmission unit 100 performs user authentication via the storage medium 4 to acquire user information 401 from the account setting 410, acquires sensor information 404 from the dissatisfaction detection unit 18, and sets the device setting 420. The content information 400 is created together with each information. Thereafter, the dissatisfaction content transmission unit 100 transmits dissatisfaction information to the server 3 via the network 5.

The dissatisfied solution information receiving unit 120 receives the dissatisfied solution information 431 transmitted from the server 3 corresponding to the content information 400 transmitted by the dissatisfied content transmitting unit 100 and stores it in the storage unit 19.
In addition, the dissatisfaction resolution information receiving unit 120 may present the dissatisfaction resolution information 431 received from the server 3 by the dissatisfaction resolution information receiving unit 120 and acquire the answer information 441 input by the user.

When the user responds to the problem of the image forming apparatus 1 by the dissatisfaction resolution information 431 acquired by the dissatisfaction resolution information reception unit 120, the answer information transmission unit 130 surveys the content of the response. Specifically, the response information transmission unit 130 acquires the response information 441 that is a survey response and stores it in the storage unit 19.
Further, the response information transmission unit 130 reads the response information 441 from the storage unit 19 and transmits it to the server 3. Further, the answer information transmitting unit 130 may display the fact on the display unit 62 of the operation panel unit 16 after transmitting the answer information 441.
Further, the response information transmission unit 130 may display support information (not shown) transmitted from the server 3 to the user by mail or the like on the display unit 62 after the response information 441 is transmitted.

  The dissatisfied content receiving unit 300 of the server 3 receives the content information 400 of the user dissatisfied state detected by the image forming apparatus 1 and transmitted by the dissatisfied content transmitting unit 100 of the image forming apparatus 1, and stores it in the storage unit 39. To do.

The dissatisfied solution information search unit 310 searches the dissatisfied solution information DB 430 for dissatisfied solution information 431 for the user corresponding to the content information 400 received by the dissatisfied content receiving unit 300.
At this time, the dissatisfaction resolution information search unit 310 searches for dissatisfaction resolution information corresponding to the user information 401, device state information 402, device specific information 403, and / or sensor information 404 of the content information 400.

The dissatisfied solution information transmitting unit 320 transmits the dissatisfied solution information 431 searched by the dissatisfied solution information searching unit 310 to the image forming apparatus 1 or the user terminal 2.
At this time, the dissatisfaction resolution information transmission unit 320 may transmit the dissatisfaction resolution information 431 to the terminal 2 by e-mail or the like according to a specific setting stored in the storage unit 39. Further, the dissatisfaction resolution information transmission unit 320 analyzes the content information 400, and when the user's terminal 2 can browse the dissatisfaction resolution information 431 more easily than the display unit 62 of the image forming apparatus 1, the dissatisfaction resolution information 431. May be transmitted with priority over the terminal 2.

The response information receiving unit 330 receives the response information 441 transmitted from the response information transmitting unit 130 of the image forming apparatus 1. The answer information receiving unit 330 stores the received answer information 441 in the support DB 440 and allows a support person in charge of customer support and the like to view it. Further, the reply information receiving unit 330 updates (updates) the dissatisfaction resolution information 431 of the dissatisfaction resolution information DB 430 with the reply information 441.
Further, the response information receiving unit 330 refers to the response information 441, contacts the maintenance, maintenance, or support person in charge of the image forming apparatus 1 by e-mail or the like, or sends e-mail or telephone from the support person to the user. Intermediary communication.

The content information 400 is information indicating the content of the dissatisfied state transmitted to the server 3 when the dissatisfaction detecting unit 18 detects a dissatisfied state. The content information 400 includes user information 401, device state information 402, device specific information 403, and sensor information 404.
The user information 401 is included in the account setting 410 and is information such as a user ID (Identification), a user number, and a user name for identifying the user. Further, the user information 401 may include user contact information such as an address of a user's mail or the like, a telephone number, a FAX number, or the like.
The device status information 402 is information indicating the operation status of the image forming apparatus 1. The device status information 402 includes, for example, a printable status, an error status ID such as a failure, a paper jam or a toner out, and the like, a target location of the error status, an operation history of the input unit 61 of the operation panel unit 16, savings, and the like. Used for power connection, network connection, remaining amount of toner and replenishment status of each color, remaining amount of paper in each paper cassette, paper type (hereinafter referred to as “recording paper type”), replenishment status, and printing In addition, information on various operation states such as a paper cassette (hereinafter referred to as “recording paper source”) is included. Also, the device status information 402 includes maintenance information such as firmware version, the estimated number of sheets used for the device, installation purpose, maintenance, maintenance status, continuous work by service personnel, managers, and other personnel. Also good. This maintenance information may include address information such as mail. The device status information 402 includes various types of users such as the type of color or monochrome output, the IP address of the image forming apparatus 1 or the print data transmission source, the file name or file type of the print data, the preview data, or the created user ID. Setting information may also be included.
The device specific information 403 is information specific to the device of the image forming apparatus 1. The device unique information 403 includes, for example, identification information for identifying a device such as a unique ID, a manufacturing number, a setting name, and a model ID, and installation information such as an installation location, a floor, and an IP address.
The sensor information 404 is information indicating the type and degree of the dissatisfaction state detected by the dissatisfaction detection unit 18. The sensor information 404 includes so-called raw data after A / D conversion in addition to data obtained as a result of analyzing voice data or vibration data acquired from the sound vibration sensor 81 (FIG. 1) of the dissatisfaction detection unit 18. Also good.

  The account setting 410 is a database or the like that stores user account information. The account setting 410 includes user information 401 used for authentication for each user account. The account setting 410 includes user information 401, a password, authority information, survey settings, address information, billing information, document box information, and the like. The password or the like is associated with the user ID and is associated with the authentication information of the storage medium 4 at the time of user authentication. The authority information is information related to the authority of an administrator (authorized user), a support person in charge, a general user, a guest user, and the like. The survey setting is information including a setting as to whether or not to receive the dissatisfaction resolution information 431, the previous user response information 441, and the like. The address information includes user contact information, IP address, address book, telephone number, FAX number, document box address, and the like. The charging information is information for charging for each page of monochrome printing and color printing. The billing information may include information such as billing at a store and information such as network printing in addition to page billing. The document box information is information on a file included in a document box area in the storage unit 19 (not shown).

The device setting 420 is a database indicating various settings and states of the image forming apparatus 1. The device setting 420 includes device state information 402 and device specific information 403.
Each setting of the device setting 420 can be set and changed from the input unit 61 of the operation panel unit 16, the terminal 2, the server 3, or the like by an administrator user or the like.

The dissatisfaction resolution information DB 430 is a database including various dissatisfaction resolution information 431 corresponding to the content information 400.
The dissatisfaction resolution information 431 is information indicating a known problem for solving a dissatisfaction state, a solution method thereof, and the like, which are selected in correspondence with the content information 400, for example. The dissatisfaction resolution information 431 is browsed by a dissatisfied user, a serviceman, an administrator, or the like. The dissatisfaction resolution information 431 may be, for example, document data composed of data such as HTML, XML, or mail. The dissatisfaction resolution information 431 may include binary data (binary data) such as firmware update data. Further, the dissatisfaction resolution information 431 may include control data for controlling the image forming apparatus 1. Further, the dissatisfaction resolution information 431 may include a moving image, a still image, audio data, and the like. Further, the dissatisfaction resolution information 431 may include a survey form or the like.
Further, the dissatisfaction resolution information 431 is received by the dissatisfaction resolution information receiving unit 120 of the image forming apparatus 1 or the terminal 2, and for example, a display, audio reproduction, update instruction, or the like can be given by a browser.
Further, the dissatisfaction resolution information 431 is selected according to data included in the content information 400, such as the device status of the image forming apparatus 1, the error status, the user, and the content of the sensor information 404. For this reason, even if they are the same model or error, a plurality of different types of dissatisfaction resolution information 431 may be stored in the dissatisfaction resolution DB 430 of the server 3.

The support DB 440 is a database that accumulates response information 441 acquired from the image forming apparatus 1. For example, the support DB 440 may store the answer information 441 classified according to the data of the content information 400. The support DB 440 may include support contact information such as an e-mail of a support person or a messenger address.
The reply information 441 is dissatisfied state information input by the user regarding the dissatisfied state detected by the dissatisfaction detection unit 18. The answer information 441 may be answer data such as a form of the dissatisfaction resolution information 431.

Here, the control unit 10 of the image forming apparatus 1 is caused to function as a dissatisfaction content transmission unit 100, a dissatisfaction resolution information reception unit 120, and an answer information transmission unit 130 by executing the control program stored in the storage unit 19. . Further, the control unit 30 of the server 3 executes the control program stored in the storage unit 39, thereby dissatisfied content receiving unit 300, dissatisfied solution information searching unit 310, dissatisfied solution information transmitting unit 320, and answer information receiving unit. 330 is made to function. Further, the control program stored in the storage unit 19 of the image forming apparatus 1 or stored in the storage unit 39 of the server 3 is the dissatisfaction collection program of the present embodiment.
Each unit of the image forming apparatus 1 and the server 3 described above is a hardware resource for executing the image forming method of the present invention.

[Dissatisfaction collection processing by image forming system X]
Next, dissatisfaction collection processing by the image forming system X according to the embodiment of the present invention will be described with reference to FIGS.
In the dissatisfaction collection process of the present embodiment, the dissatisfaction detection unit 18 of the image forming apparatus 1 estimates the user's feelings about the image forming apparatus 1 by voice or vibration. When a dissatisfied state is detected, the detected dissatisfied content information 400 is transmitted to the server 3. The server 3 analyzes the content information 400 and transmits dissatisfaction resolution information 431. As a result, the user can take appropriate measures corresponding to the dissatisfied state of the image forming apparatus 1. The image forming apparatus 1 can also send survey response information 441 after the user responds with the dissatisfaction resolution information 431.
In the dissatisfaction collection process of the present embodiment, mainly the control unit 10 of the image forming apparatus 1 and the control unit 30 of the server 3 cooperate with each unit to store programs stored in the storage unit 19 and the storage unit 39, and the hardware Execute using resources.
Hereinafter, the details of the dissatisfaction collection process will be described step by step with reference to the flowchart of FIG.

(Step S100)
First, the control unit 10 performs user authentication processing as the dissatisfaction content transmission unit 100.
The control unit 10 detects that the storage medium 4 is connected to the storage medium connection unit 20 and acquires authentication information. Next, the control unit 10 refers to this authentication information from the account setting 410 in the storage unit 19 and performs user authentication.
Note that the control unit 10 may perform user authentication by allowing a user to input a password or the like from the input unit 61 of the operation panel unit 16.

(Step S101)
Next, the control unit 10 determines whether the authentication is successful as the dissatisfaction content transmission unit 100. The control unit 10 determines Yes when the user authentication is successful and the user information 401 is acquired. The control unit 10 determines No in other cases, that is, when user authentication fails or when user authentication has not been performed in the first place.
In the case of Yes, the control part 10 advances a process to step S102.
In No, the control part 10 returns a process to step S100, and waits until user authentication is carried out.

(Step S102)
When the user authentication is successful, the dissatisfaction detection unit 18 performs dissatisfaction state detection processing.
The dissatisfaction detection unit 18 collects and analyzes voice data such as conversations of surrounding users or vibration data inside and outside the image forming apparatus 1 by the sound vibration sensor 81. In the case of voice data, the dissatisfaction detection unit 18 performs voice recognition processing, and detects a dissatisfied state when a specific keyword is detected. The dissatisfaction detection unit 18 decomposes the audio data into a frequency component, a volume component, a generated rhythm component, and the like by FFT or the like, and each component is an artificial neural network (HMM) or HMM (Hidden Markov Model). Or the like, and analyzes whether or not an angry emotion is included. For example, the dissatisfaction detection unit 18 detects that it is in a dissatisfied state when it is equal to or greater than a preset threshold value.
Further, when acquiring the vibration data of the image forming apparatus 1, the dissatisfaction detecting unit 18 analyzes the magnitude, period, energy, and the like of the vibration that hit the image forming apparatus 1 and the vibration of opening and closing the paper feed cassette. The dissatisfaction detection part 18 detects that it is in a dissatisfied state, for example, when the determined values, such as a vibration, are more than a preset threshold value.
Moreover, when the dissatisfaction detection part 18 detects that it is a dissatisfaction state, it also produces information, such as a kind and a grade of dissatisfaction state.
In addition, the dissatisfaction detection unit 18 may observe the surrounding state by image recognition or the like with a camera (not shown) or the like, and may associate it with audio data or vibration data.

(Step S103)
Next, the control unit 10 determines whether or not the dissatisfied content transmitting unit 100 has detected a dissatisfied state. The control part 10 discriminate | determines from Yes, when a dissatisfaction state is detected from the above-mentioned audio | voice data or vibration data. In other cases, the control unit 10 determines No.
In the case of Yes, the control part 10 advances a process to step S104.
In No, the control part 10 returns a process to step S102, and continues the dissatisfaction detection process.

(Step S104)
When a dissatisfied state is detected, the control unit 10 performs dissatisfaction content transmission processing as the dissatisfaction content transmission unit 100.
The control unit 10 acquires user information 401 of the authenticated user from the account setting 410. The control unit 10 includes the user information 401 in the content information 400 and stores it in the storage unit 19.
In addition, the control unit 10 acquires the device state information 402 and the device specific information 403 from the device setting 420, includes them in the content information 400, and stores them in the storage unit 19.
In addition, the control unit 10 stores information indicating the type and degree of the dissatisfied state detected by the dissatisfaction detection unit 18 as sensor information 404 in the content information 400 and stores it in the storage unit 19. At this time, the control unit 10 may include the raw data of the sound vibration sensor 81 in the sensor information 404.
As described above, by acquiring information unique to the image forming apparatus 1 and the user and including the information in the dissatisfaction content transmission unit 100, the details of the problem causing the dissatisfaction state can be easily analyzed by the server 3.
The control unit 10 transmits the content information 400 including these pieces of information to the server 3 via the network transmission / reception unit 15 (timing T201).

(Step S301)
Here, the processing of the server 3 that has acquired the content information 400 will be described.
The control unit 30 of the server 3 performs dissatisfaction content reception processing as the dissatisfaction content reception unit 300. In this processing, the control unit 30 receives the content information 400 by the network transmission / reception unit 35 and stores it in the storage unit 39.

(Step S302)
Next, the control unit 30 performs a dissatisfaction resolution information search process as the dissatisfaction resolution information transmission unit 320.
The control unit 30 analyzes the content information 400 and searches the dissatisfied solution information DB 430 for appropriate dissatisfied solution information 431. At this time, the control unit 30 compares the content information 400 with a known problem and its solution stored in advance in the dissatisfaction resolution information DB 430. That is, when there is a similar problem from the information included in the content information 400, the control unit 30 searches the dissatisfied solution information 431 indicating the details and the solution method.

More specifically, the control unit 30 selects the dissatisfaction resolution information 431 corresponding to the user information 401 when it can be selected. For example, the control unit 30 can select different dissatisfaction resolution information 431 for general users and for users such as service personnel and managers. Note that the control unit 30 can be configured not to transmit the dissatisfaction resolution information 431 to a user who is likely to be dissatisfied even during normal use. It is.
In addition, the control unit 30 refers to the device state information 402 and analyzes whether or not an error has occurred from the operation state information, and if an error has occurred, analyzes the type, target location, position, etc. The dissatisfaction resolution information 431 is selected. For example, when a paper transport error due to a paper jam has occurred, the control unit 30 may select the dissatisfaction resolution information 431 corresponding thereto. In addition, the control unit 30 may select information such as firmware version information, whether it corresponds to the assumed number of normal prints, or the like as maintenance information from the maintenance information. The control unit 30 may select the corresponding dissatisfaction resolution information 431 depending on whether the installation purpose or the like is determined. The control unit 30 may search and select whether to install a common printing center, general office, convenience store, or the like as the installation location or installation purpose. At this time, the control unit 30 may search the dissatisfaction resolution information 431 for general users in the case of a solution that is possible for general users. Further, the control unit 30 may search for the dissatisfaction resolution information 431 for service personnel, managers, etc., when procedures or maintenance parts that are difficult to be executed by general users are required.
In addition, the control unit 30 refers to the device unique information 403 of the content information 400 and searches for a usage period of the image forming apparatus 1, a known problem (errata) of the model, and the like from determination information such as a unique ID. You may select the dissatisfaction resolution information 431 corresponding to these.
Further, the control unit 30 refers to the sensor information 404 and selects the dissatisfaction resolution information 431 corresponding to the content such as the type and degree of the dissatisfaction state. For example, when acquiring surrounding sounds such as “noisy operation sound” and “high power consumption”, the control unit 30 can select the dissatisfaction resolution information 431 corresponding to the contents. For example, when the control unit 30 detects a large vibration of a paper feed cassette or a door of a device housing, the control unit 30 can select the dissatisfaction resolution information 431 corresponding to the location.
The control unit 30 may also include “default” information such as FAQ (Frequently Asked Questions) in the dissatisfaction resolution information 431 based on the analysis results, known problems, information acquired from the user, etc. Is possible.
In addition, when the content information 400 cannot be searched for the completely dissatisfied solution information 431, the control unit 30 can search for the dissatisfied solution information 431 indicating a general solution method for the same type of problem, the support contact information, etc. May be selected.

(Step S303)
Next, the control unit 30 determines whether or not to transmit the searched dissatisfaction resolution information 431 to the image forming apparatus 1 as the dissatisfaction resolution information transmission unit 320.
The control unit 30 determines Yes when transmitting the dissatisfaction resolution information 431 to the image forming apparatus 1. For example, when the user information 401 of the content information 400 is set to be transmitted to the image forming apparatus 1, the control unit 30 determines Yes.
Further, the control unit 30 determines No when transmitting the dissatisfaction resolution information 431 to the terminal 2. For example, if the user information 401 is set to be transmitted to the terminal 2, the control unit 30 determines No. Further, for example, when the display unit 62 of the operation panel unit 16 is an LCD display or the like capable of displaying about one line of alphanumeric katakana, the control unit 30 discriminates No to transmit to the terminal 2 based on the device specific information 403. To do. In addition, when the display unit 62 of the image forming apparatus 1 is out of order or the display unit 62 capable of displaying characters and images is not provided in the first place, it is also determined as No. In addition, when the dissatisfaction resolution information 431 is information for a serviceman or an administrator, the control unit 30 may determine No because the contact is transmitted to the terminal 2 of the serviceman or administrator.
In Yes, control part 30 advances processing to Step S304.
In No, the control part 30 advances a process to step S305.

(Step S304)
When transmitting to the image forming apparatus 1, the control unit 30 performs an image forming apparatus transmission process as the dissatisfaction resolution information transmitting unit 320.
The control unit 30 sends the dissatisfaction resolution information 431 retrieved by the dissatisfaction information retrieval unit 310 corresponding to the content information 400 received by the dissatisfaction content reception unit 300 to the image forming apparatus 1 via the network transmission / reception unit 35. Transmit (timing T202).
Thereafter, the control unit 30 advances the process to step S306.

(Step S305)
When transmitting to the terminal 2, the control unit 30 performs mail transmission processing as the dissatisfaction resolution information transmission unit 320.
The control unit 30 transmits the dissatisfaction resolution information 431 to the terminal 2 by mail or the like via the network transmission / reception unit 35 (timing T203).

(Step S105)
Here, the processing of the image forming apparatus 1 will be described again.
The control unit 10 performs dissatisfaction resolution information reception processing as the dissatisfaction resolution information reception unit 120.
The control unit 10 receives the dissatisfaction resolution information 431 transmitted from the server 3 by the network transmission / reception unit 15 and stores it in the storage unit 19.

(Step S106)
Next, the control unit 10 performs dissatisfaction resolution information presentation processing as the dissatisfaction resolution information reception unit 120.
The control unit 10 displays the received dissatisfaction resolution information 431 on, for example, the display unit 62 of the operation panel unit 16 to show the user how to deal with the problem.

According to the screen example 500 in FIG. 4A, when the dissatisfaction resolution information 431 is document data, the control unit 10 displays a pop-up such as “support information” in the display field 600, for example, to the user. Present. The control unit 10 may continue this pop-up display until the “Yes” button 700 detects pressing or the problem corresponding to the dissatisfaction resolution information 431 is resolved. In addition, when the dissatisfaction resolution information 431 includes a moving image, a still image, audio data, or the like, the control unit 10 can also reproduce this.
Further, according to the screen example 501 of FIG. 4B, when the dissatisfaction resolution information 431 includes binary data, for example, the control unit 10 performs a pop-up display asking for permission to operate the binary data, and displays the pop-up display. Get the instructions. For example, when the firmware updater is included in the dissatisfaction resolution information 431, the control unit 10 determines whether or not the user accepts the update as shown in the display column 610 or the “Yes” button 700 or “No”. The pressing of the button 710 is detected. When the control unit 10 detects that the “Yes” button 700 is pressed, the control unit 10 updates the firmware stored in the storage unit 19 and restarts the firmware. When the control unit 10 detects that the “No” button 710 has been pressed, the control unit 10 may transmit a message to that effect to the server 3. Further, when the dissatisfaction resolution information 431 includes control data for controlling the image forming apparatus 1, for example, after the user closes the cover, the control unit 10 drives a specific motor or the like of the transport unit 14. The paper jam is eliminated, the image forming unit 17 is cleaned, and other units are controlled to solve the problem.

(Step S107)
Next, the control unit 10 performs a response information acquisition process as the response information transmission unit 130.
The control unit 10 may display a survey form or the like on the display unit 62 of the operation panel unit 16 to obtain a user's answer after a specific time has elapsed.
In this case, the control unit 10 displays a request for investigating the problem on the display unit 62 and acquires a user instruction. When the user accepts the survey input, the control unit 10 displays a survey form or the like on the display unit 62 and detects the user input from the input unit 61. The control unit 10 stores the content of the user input in the storage unit 19 as answer information 441.

According to the screen example 502 in FIG. 5A, the control unit 10 draws the form of the dissatisfaction resolution information 431 by a browser and displays it on the display unit 62 of the operation panel unit 16, for example, in the display field 620. To display. At this time, if there is default information of the dissatisfaction resolution information 431, the control unit 10 also draws a default check location.
In addition, the control unit 10 acquires information input in the displayed form or the like as answer information 441 and temporarily stores the information in the storage unit 19.
If the control unit 10 detects that the “send” button 720 is pressed, the process proceeds to step S107. In addition, when detecting that the “clear” button 730 is pressed, the control unit 10 redisplays the form of the original dissatisfaction resolution information 431 and the like.

(Step S108)
Next, the control unit 10 performs a response information transmission process as the response information transmission unit 130.
The control unit 10 transmits the reply information 441 acquired by the dissatisfaction resolution information receiving unit 120 to the server 3 via the network transmission / reception unit 15 (timing T204).
Note that if “no user response” is set in the response information 441, the control unit 10 may transmit a message to that effect to the server 3.
In addition, the control unit 10 also includes, in the response information 441, the user operation history after receiving the device status information 402, the device specific information 403, and the dissatisfaction resolution information 431, the user authenticated by the user, or the user of the user who answered the survey Information 401 may be added. In addition, when user contact information such as an e-mail or a messenger address is input by the user, the control unit 10 stores the user contact information in the user information 401 of the account setting 410 of the storage unit 19. And you may update.
As a result, details of problems such as defects of the image forming apparatus 1 that cause a dissatisfied state can be easily clarified.

(Step S109)
Next, the control unit 10 performs a response handling process as the response information transmission unit 130.
According to the screen example 503 in FIG. 5B, after the transmission of the response information 441, the control unit 10 indicates that the transmission has been completed along with a message such as “Thank you for your cooperation.” A pop-up is displayed on the display unit 62 as in a display field 630. In addition, when the response information 441 includes the user contact information of the user information 401, the control unit 10 may add and display a message such as “I will contact you later from support”. Good.
As described above, the processing in the image forming apparatus 1 of the dissatisfaction collection processing of the present embodiment is finished.

(Step S306)
Here, the processing of the server 3 will be described again.
When the response information 441 is acquired, the control unit 30 of the server 3 performs a response information reception process as the response information reception unit 330.
The control unit 30 receives the response information 441 by the network transmission / reception unit 35 and stores it in the support DB 440 of the storage unit 39. At this time, the control unit 30 may perform classification corresponding to the dissatisfaction resolution information 431 and store it in the support DB 440.
In this way, the support person and the developer can directly view the collected response information 441, so that it is possible to grasp under what circumstances a strong dissatisfaction situation of the user has been detected and use it as a reference for development. it can.

(Step S307)
Next, the control unit 30 performs support processing as the answer information receiving unit 330.
When the user contact information is included in the answer information 441, the control unit 30 notifies the support contact information in the support DB 440. As a result, a customer support support person may directly send information such as a thank-you survey or answer to the user's contact information by e-mail or messenger. At this time, the control unit 30 may transmit the support information input by the person in charge of support to the image forming apparatus 1, the user terminal 2, or the like by e-mail or the like. In addition, the control unit 10 of the image forming apparatus 1 displays the received support information on the display unit 62 of the operation panel unit 16 and presents it to the user, or allows the user to directly talk with the support staff through a video call or the like. May be. In addition, the person in charge of support can directly contact the user by telephone, FAX, etc. to inquire about a more detailed state of dissatisfaction.
Further, the control unit 30 may update the dissatisfaction resolution information 431 of the dissatisfaction resolution information DB 430 based on the answer information 441. In this case, when the person in charge of support browses and permits the answer information 441, the control unit 30 may perform processing such as registering in the dissatisfaction resolution information DB 430 as new dissatisfaction resolution information 431.
As described above, the processing in the server 3 of the dissatisfaction collection processing of this embodiment is finished.

With the configuration described above, the following effects can be obtained.
Conventionally, as in the technique of Patent Document 1, although a user's dissatisfaction state can be known by emotion analysis, a means for solving this cannot be provided.
On the other hand, the image forming system X according to the embodiment of the present invention includes the image forming apparatus 1 and the server 3 which are peripheral devices, and the image forming apparatus 1 is dissatisfied with detecting a dissatisfied state of the user from the surrounding environment. When the dissatisfaction state is detected by the detection unit 18 and the dissatisfaction detection unit 18, the dissatisfaction content transmission unit 100 that transmits the dissatisfied content information 400 to the server 3 and the content information transmitted by the dissatisfaction content transmission unit 100 The dissatisfied solution information receiving unit 120 that receives the dissatisfied solution information 431 transmitted from the server 3, and the server 3 receives the content information 400 transmitted by the dissatisfied content transmitting unit 100 of the image forming apparatus 1. The dissatisfied content receiving unit 300 and the dissatisfied solution information searching unit 3 for searching the dissatisfied solution information 431 corresponding to the content information 400 received by the dissatisfied content receiving unit 300 0, complained solution information 431 retrieved by the dissatisfaction resolution information retrieval unit 310, characterized in that it comprises a dissatisfaction solution information transmission unit 320 that transmits to the image forming apparatus 1 or the user of the terminal 2.
With this configuration, when the user of the image forming apparatus 1 is dissatisfied, the dissatisfied state felt by the user from the surrounding environment is detected and transmitted to the server 3 without notification. Then, the server 3 can select appropriate dissatisfaction resolution information 431, receive it by the image forming apparatus 1, and present it to the user. Thereby, based on the presented dissatisfaction resolution information 431, it is possible to solve problems such as a malfunction of the image forming apparatus 1 that caused the user to be dissatisfied at an early stage. Therefore, it becomes possible to eliminate user dissatisfaction and improve satisfaction.
Further, when the user performs an appropriate action according to the dissatisfaction resolution information 431, further enhancement of the problem such as a failure of the gear of the transport unit can be suppressed, and the support cost can be reduced.
Further, by collecting the content information 400 in a dissatisfied state with respect to the product, it can be used for improving the image forming apparatus 1 or the like.
In addition, the image forming system X according to the present embodiment does not amplify the feeling of anger of the user due to the time-consuming act of causing the user to report the problem. For this reason, a user's impression with respect to the image forming apparatus 1 can be improved. Moreover, the user who is dissatisfied can acquire the cause of dissatisfaction with a calm mental state, and can collect information of appropriate contents.

The content information 400 includes user information 401 of the user of the image forming apparatus 1, apparatus state information 402 indicating the apparatus state of the image forming apparatus 1, apparatus specific information 403 of the image forming apparatus 1, and / or the image forming apparatus 1. The sensor information 404 of the sound vibration sensor 81 that detects ambient sound or vibration is included, and the dissatisfaction resolution information search unit 310 corresponds to the user information 401, the device state information 402, the device specific information 403, and / or the sensor information 404. It is characterized by searching the dissatisfaction resolution information 431.
By configuring in this way, searching for suitable dissatisfaction resolution information 431 corresponding to user-specific information, device status, device-specific information, sensor information, etc. corresponding to surrounding dissatisfied voice and vibration, It can be transmitted to the image forming apparatus 1. For this reason, it becomes possible to quickly resolve user dissatisfaction.
Further, the server 3 can transmit the dissatisfaction resolution information 431 to the user's terminal 2 by the user information 401 so that the user can browse. Thereby, even when the display capability of the operation panel unit 16 is low, it is possible to display the dissatisfied state solution on the terminal 2 in an easy-to-see manner and allow the user to browse. Therefore, it becomes possible for the user to easily solve problems such as defects.
Further, the server 3 can provide detailed support according to each user by directly obtaining the contact information of the user. It is also possible to obtain an appropriate dissatisfied answer from the user. Therefore, it is possible to appropriately support users. In addition, usability can be improved.
Further, immediately after the user feels dissatisfaction or desire with respect to the image forming apparatus 1, the server 3 can cancel the dissatisfaction state by himself / herself and request an investigation of whether or not this has been solved. For this reason, it is possible to easily develop the dissatisfaction point, reduce the support cost and the development cost, and provide the image forming apparatus 1 desired by the user.

  In addition, by including binary data in the dissatisfaction resolution information 431, it is possible to automatically update the firmware of the device having the problem, to solve the problem by controlling the operation of the image forming apparatus 1, and to reduce the labor of the user. Can do. Therefore, the support cost can be reduced.

In the embodiment of the present invention described above, the dissatisfaction resolution information 431 is described as being obtained from the server 3.
However, when the dissatisfaction detection unit 18 detects dissatisfaction, the dissatisfaction resolution information 431 already stored in the image forming apparatus 1 can indicate the solution.
With this configuration, it is possible to immediately display the dissatisfaction resolution information 431 without transmitting the dissatisfied content information 400 to the server 3.

In the above-described embodiment, the content information 400 is acquired after performing user authentication by login.
On the other hand, the configuration may be such that the dissatisfaction detection unit automatically acquires the user's RFID at a short distance and performs user authentication. In addition, the dissatisfaction detection unit may perform user authentication by voice voice recognition when detecting a dissatisfied state.
In the first place, without performing user authentication using the storage medium 4 or the like, the user ID, password, or the like is input at the time of detection of dissatisfaction or when the answer information 441 is input, or only the address such as e-mail is input. 3, user information 401 may be acquired. In this case, the account setting 410 may be stored in the server 3 and authentication may be performed using a user ID, a password, or the like included in the response information 441.
With this configuration, it is possible to appropriately acquire the dissatisfied state of a specific user without performing user authentication before collecting dissatisfaction.

Moreover, in this embodiment, the example in the case of always collecting dissatisfaction was demonstrated.
However, the operation panel unit 16 can be set so as not to collect dissatisfaction. Also, it is possible to perform settings such as not collecting the user information 401 or transmitting the response information 441 to the support staff only when instructed by the operation panel unit 16.
With this configuration, it is possible to collect dissatisfaction states in consideration of security.

The present invention can also be applied to peripheral devices other than the image forming apparatus. That is, a configuration using a network scanner, a server in which the scanner is separately connected by a USB, or the like may be used.
In addition to the image forming apparatus, an information processing apparatus that operates in response to a request from the server 3 connected via a network or provides a specific service may be employed as the peripheral device of the present invention. Good.

  In addition, the configuration and operation of the above embodiment are examples, and it is needless to say that the configuration and operation can be appropriately changed and executed without departing from the gist of the present invention.

DESCRIPTION OF SYMBOLS 1 Image forming apparatus 2 Terminal 3 Server 4 Storage medium 5 Network 10, 30 Control part 11 Image processing part 12 Original reading part 13 Original feeding part 14 Conveying part 15, 35 Network transmission / reception part 16 Operation panel part 17 Image forming part 18 Dissatisfied Detection unit 19, 39 Storage unit 20 Storage medium connection unit 61 Input unit 62 Display unit 81 Sound vibration sensor 100 Dissatisfied content transmission unit 120 Dissatisfied solution information receiving unit 130 Reply information transmitting unit 300 Dissatisfied content receiving unit 310 Dissatisfied solution information searching unit 320 Dissatisfied solution information sending unit 330 Reply information receiving unit 400 Content information 401 User information 402 Device state information 403 Device specific information 404 Sensor information 410 Account setting 420 Device setting 430 Dissatisfied solution information DB
431 Dissatisfaction Resolution Information 440 Support DB
441 Reply information 500, 501, 502, 503 Screen example 600, 610, 620, 630 Display column 700, 710, 720, 730 Button X, Y Image forming system

Claims (4)

Dissatisfaction content receiving means for receiving content information of a user's dissatisfaction state detected in the peripheral device;
Dissatisfied solution information searching means for searching for dissatisfied solution information corresponding to the content information received by the dissatisfied content receiving means;
A server comprising: dissatisfaction resolution information transmitting means for transmitting the dissatisfaction resolution information retrieved by the dissatisfaction resolution information retrieval means to the peripheral device or a user terminal. The content information includes user information of a user of the peripheral device, device state information indicating a device state, device specific information unique to the device, and / or sensor information of a sensor that detects ambient sound or vibration,
The server according to claim 1, wherein the dissatisfaction resolution information search unit searches for dissatisfaction resolution information corresponding to the user information, device state information, device specific information, and / or sensor information. A server and its peripherals,
The peripheral device is
Dissatisfaction detection means for detecting the dissatisfaction state of the user from the surrounding environment,
When a dissatisfied state is detected by the dissatisfaction detecting means, dissatisfied content transmitting means for transmitting dissatisfied content information to the server,
In response to the content information transmitted by the dissatisfaction content transmission means, the dissatisfaction resolution information receiving means for receiving the dissatisfaction resolution information transmitted from the server,
The server
Dissatisfied content receiving means for receiving the content information transmitted by the dissatisfied content transmitting means of the peripheral device;
Dissatisfied solution information searching means for searching for dissatisfied solution information corresponding to the content information received by the dissatisfied content receiving means;
A dissatisfaction information transmitting means for transmitting the dissatisfaction resolution information retrieved by the dissatisfaction resolution information retrieval means to the peripheral device or a user terminal. In a complaint collection program for collecting complaints of peripheral devices executed by a server,
Receiving content information of a user's dissatisfaction state detected in the peripheral device;
Search for dissatisfaction resolution information corresponding to the received content information,
A dissatisfaction collection program characterized by causing the searched dissatisfaction resolution information to be transmitted to the peripheral device or the user terminal.

Images